Amazon connect tasks is a feature of Amazon connect that makes it simpler to focus, target, make due, and automate contact center agent errands, further developing agent efficiency and ensuring client issues are resolved quickly. Today, agents find it difficult to follow their assignments and client follow-up items manually. Manual tracking is tedious and blunder-inclined, particularly when undertakings span different systems like customer relationship management (CRM), online business, and tagging system.
Amazon Connect Tasks can be used for allowing customers to set up tasks where they need updates without the need to call and also for the agents to set up follow ups and assign tasks to supervisors or agents.
Once the task is updated you can send the updates via mail or update the CRM or ticketing systems
A Typical Use case will be customer interacting on a website over a chat via chatbot and wants to be updated for his case over an email, in this case a task will be created and this be assigned to the agent
Once the task is assigned the agent will receive the complete information about the task
And after he receives the information about the tasks, he updates and is provided with an option to set up a follow up
Once a follow up is created, the customer receives the email with the details
Amazon connect tasks permits your representatives to make and follow through with responsibilities in similar UI where they accept calls and visits. Not only that, but managers can likewise utilize work processes to computerize errands that don’t need agent interaction. This leads to better specialist efficiency, prompting expanded consumer loyalty.
Benefits Of Amazon Connect Tasks
- Prioritize and Split Work Across Various Applications
Amazon connect tasks permit managers to appoint errands to specialists given business needs and specialist skills. Tasks are overseen through the equivalent steering, setup, analytics, and management devices you utilize today in Amazon connect.
- Automate Repetitive Work Processes
Managers can smooth out easy to complex work processes via automating complex cycles and redundant errands and associating and collecting information across unique applications.
- Follow All Tasks In A Single Spot
Develop agent efficiency utilizing the unified agent application, so agents save time and know precisely the exact errand to do. Agents can see task-related information, for example, task names, task credits, and connections to assist them with finishing the job.
- Track And Screen Agent Work
Get visibility into significant metrics with dashboards to track undertakings. Managers can see point-by-point data, for example, appearance time and normal handle time, assisting with sticking to SLAs and guaranteeing work is finished on time.
- Inbuilt Third-party Connectors
Managers can make undertakings in only a couple of clicks utilizing built-in connectors for outsider applications like Salesforce and Zendesk. Managers can likewise set up rules to consequently make tasks in light of predefined conditions.
